If you must remove the "new softphone" option and force us to use it, please give an option to disable the app popping up on top of other windows when a call comes in. This is a huge disruption during work, and it's kind of crazy that it passed QA at all, much less made it through to users without giving any option to disable it.

Hi Stuf , Welcome to the Community. This article explains how to use docked mode to place the softphone into the app instead of having the softphone in a separate window. Hope this helps.

The problem that he is describing happens in docked mode too. A call comes in, and the ENTIRE application pops up overtop of whatever was on the screen. The only workaround is to completely minimize the GoTo application. This is frustrating because if a call comes in while I am on another call, I have to open the entire GoTo application up just to see who is calling. I have to do the same thing if I would like to mute, hold, or end the call. Prior to this update, I did not have these issues.The old interface had very small and non-obtrusive popup that showed up whenever a call was active or coming through. Again, I'd like to emphasize the words SMALL and NON-OBTRUSIVE. Once the call ended, that went away. Since it was small, it did not interrupt anything. This new interface is incredibly obtrusive to the point where I am considering to purchase an entire separate monitor just to place the GoTo screen on. So unfortunately I have to agree with the original poster. There is no way this version should have made it out of QA. If anything, why take away the option to continue using the original interface? Why even have such a giant floating popup window full of blank wasted space? I do not need to use the softphone features 99.9% of the time that I am on a call. You should have just kept the same small, non-obtrusive, floating window with a button to expand it and reveal the softphone features.

Hi John40, thanks for visiting out Community. Would you be able to share a screenshot of what you see? It would be helpful to show the team.

Sure, I think a video would be more helpful. I recorded one, but cannot upload videos here. So I converted to a GIF image. Basically, a call comes in and the entire GoTo screen pops up. This is with the Softphone docked: I have to minimize GoTo completely to prevent this from happening. When a call comes in, I now generally restore the the GoTo app, check to see who is calling, answer it if needed, and then minimize the GoTo app entirely. If another person calls while I am still on a different phone call, I have to launch the entire GoTo app just to see who is calling and decide if I'd like to answer. Things were better on the previous version because calls would pop up in a window that was non-obtrusive and much much much smaller than anything you offer now (more on that later).If I have the regular softphone enabled, this screen pops up which is large and obtrusive. It covers 15% of the entire screen. All of that extra gray space is so unnecessary: If I have the "mini" softphone enabled, this screen pops up which is not as large, but still obtrusive. It covers 8% of the entire screen. All of that extra green space is unnecessary: This next image is a rough mockup that I created. It shows how it used to look when a call was active. I believe there was a dropdown button as well for more options like transferring. It took up roughly 1.5% of the screen. I placed it in the area where it would be the least obtrusive. These new softphones have absolutely no area where they are not obtrusive: This final image is a rough mockup of what it used to look like when a call was incoming. It is essentially the same as the previous. I could be working on something and the much much much smaller window would allow me to quickly see who is calling and choose whether I wanted to answer or decline. It did not interrupt me by protruding over whatever I was actively working on: By the way, you may have noticed the other even smaller floating window in these screenshots with the "K" logo and a mute switch. That is a 3rd party application. It is what I now have to use to quickly mute/unmute my microphone so I don't have to pull up the entire GoTo app just to do the same. On the old version, I was able to quickly mute/hold/end calls from the tiny and much more practical floating window that GoTo provided.In short, these issues reduce productivity and just make the entire experience frustrating. I honestly cannot imagine how the new interface would be beneficial to anybody. If it is, great, let them keep using it. But please allow the rest of us to revert to the way the app used to work. I've seen many on this forum echo the same complaints. There are other issues that I have not even gotten into. I may make a separate post on the forum to discuss those. But please, get this information over to anybody from the design team that can help. Our company has used this app for years. Despite some minor occasional issues (which were often resolved quickly), the experience has been mostly good. But this update is by far the worst thing that has happened since we have begun using it. And truthfully, if it were up to me, I would be weighing options for a replacement service. If more information is needed, please let me know. I will be happy to provide whatever feedback is needed to have this update reverted or improved.

Hi John40 thank you for the screenshots and level of detail here, it's very helpful. I'm sharing this with the product team and will provide more insight when I learn more. One workaround others use it having the Native OS notification answer or decline a call, without forcing the app into focus. If you have the notification for New Calls enabled in the app settings + Notifications allowed in the OS settings, you should see a window notification displayed in the bottom corner that includes the caller ID & and answer/decline buttons.

"New" softphone | GoTo Community

14 Replies

GlennD
GoTo Manager
14 minutes ago
Hi dustball04, welcome to the community.

After selecting your dialpad click on this button to open the Settings and pin the softphone on top
dustball04
Visitor
15 hours ago
I need the the soft phone to "pin to top". Also, it seems to refresh throughout the day, which closes the soft phone. Then I have to reopen the soft phone. Is there a way to prevent that?
KateG
GoTo Manager
7 months ago
Hi John40 ,

Nice to see you. Our Community updated on 9/26 and it appears that your screenshots did not transfer. I do apologize. If you would like to add them back, please do.

I don't have an update on the softphone, but can assure you that our team hears your feedback and are continuing to review ways to improve the experience.
John40
New Contributor
7 months ago
Is everything ok? No follow up and all of my images displaying the problem have randomly disappeared.
John40
New Contributor
8 months ago
Hello just following up. Has there been any update or feedback yet from the development team?
KateG
GoTo Manager
9 months ago
Stuf I appreciate your response and will continue to share the feedback with the team.
Stuf
New Contributor
9 months ago
I just wanted to chime in and thank John for all of his work here - I can confirm that I have the same behaviour on my end, docked or no.

Also, when OS notifications are turned on, I get the Windows notification in the bottom right when a call comes in, but unfortunately my GoTo app window also still pops up.
KateG
GoTo Manager
9 months ago
John40 Thanks for trying. I understand your feedback and will be discussing this further with the team.
John40
New Contributor
9 months ago
Thank you, unfortunately that suggestion is still a downgrade from the previous version. It will let me answer calls, but in order to end, hold, or put on mute I have to relaunch the entire GoTo application. It was better when you had the non-obtrusive floating call popup. Also, the Native OS notification is obtrusive on Windows since it cannot be relocated. It might not be a big deal for people who rarely receive notifications, but anyone with a moderate to high volume of incoming text/calls would benefit from GoTo reverting to its former functionality or improving the current implementation.
KateG
GoTo Manager
9 months ago
Hi John40 thank you for the screenshots and level of detail here, it's very helpful.

I'm sharing this with the product team and will provide more insight when I learn more.

One workaround others use it having the Native OS notification answer or decline a call, without forcing the app into focus. If you have the notification for New Calls enabled in the app settings + Notifications allowed in the OS settings, you should see a window notification displayed in the bottom corner that includes the caller ID & and answer/decline buttons.

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